Senior Manager, Knowledge Management and AI Enablement

Genesys•Hermosa Beach, CA

4d•Remote

About The Position

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. The Knowledge Management Expert – HR Transformation and HR AI Enablement will lead the development and execution of a global knowledge and information strategy that modernizes how HR creates, governs, and delivers trusted content across the enterprise. This role will define the structure, flow, and design of HR knowledge and data to enable intelligent automation, policy governance, and AI driven insights. This leader will serve as the strategic connector between HR, Compliance, Legal, IT, and Digital Transformation teams assuring that HR knowledge is not only accurate and compliant but also ready for AI consumption and scalable automation.

Requirements

10 or more years of progressive experience in HR knowledge management, digital transformation, or HR operations in a complex global environment.
Experience in designing or leading AI ready knowledge frameworks, policy governance models, and content management strategies.
Understanding of global employment law, data privacy, and compliance frameworks (e.g., GDPR, HIPAA, FLSA).
Demonstrated experience in partnering cross functionally to deliver scalable, technology enabled HR solutions.
Exceptional communication, collaboration, and strategic influence skills.
Technology savvy and knowledge of AI frameworks.

Nice To Haves

Experience implementing or optimizing HR knowledge bases and self-service platforms integrated with AI or chatbots.
Familiarity with semantic data models, metadata management, and knowledge graph technologies.
Proven success leading change management and adoption initiatives in global HR environments.
Ability to translate complex policy and compliance requirements into user friendly digital content.

Responsibilities

Strategic Leadership Develop and deliver a global knowledge management strategy that supports the HR transformation roadmap and aligns with Genesys’ vision for digital enablement and operational excellence.
Define enterprise standards for knowledge architecture, metadata, and governance to ensure information is accurate, accessible, and AI ready.
Build and sustain governance models that support consistency, accountability, and regulatory compliance across global HR content and policies.
Partner with HR functional leaders, Legal, Compliance, and IT to embed structured knowledge management practices into HR operations, systems, and service delivery.
AI Enablement and Knowledge Architecture Design the knowledge and data framework that allows HR content to be effectively leveraged by AI, chatbots, and predictive analytics tools.
Lead integration between HR knowledge systems (e.g., ServiceNow, Workday, Genesys Cloud) and digital experience platforms to enable intelligent search and self-service.
Collaborate with HRIS, Communications and other teams to ensure HR content and data are tagged, organized, and structured for automation and analytics.
Establish continuous improvement practices to ensure the HR knowledge ecosystem evolves with emerging AI and data governance capabilities.
Policy Governance and Lifecycle Management Oversee the end-to-end lifecycle of global HR policies, from creation and review to retirement and archival.
Ensure all policies and procedures are clear, current, and globally consistent, while allowing for local compliance and cultural nuance.
Partner with policy authors and process owners to drive adherence to defined governance standards and version control requirements.
Change Management and Capability Building Drive adoption of knowledge management tools and practices across the global HR organization.
Develop training, templates, and playbooks to build capability in policy authors, content curators, and regional HR teams.
Foster a culture of knowledge sharing, collaboration, and continuous learning across HR communities.
Measurement and Continuous Improvement Define key performance indicators (KPIs) for the health and effectiveness of the HR knowledge ecosystem.
Leverage analytics to assess accuracy, engagement, and automation readiness, and use insights to refine knowledge strategy and design.
Stay informed on trends in AI, digital experience design, and knowledge engineering to ensure Genesys remains at the forefront of intelligent HR operations.